Determining the Optimal Level of Service of the Airport Passenger Terminal for Low-Cost Carriers Using the Analytical Hierarchy Process

Based on the projected growth in passenger air traffic and the need for better utilization of existing capacities, the level of service (LOS) concept in the design and planning of airport terminal facilities is crucial. By monitoring and quickly responding to expected changes in passengers' and airlines' needs, better utilization of airport terminal facilities in the passenger terminal can be achieved. The factors that influence the level of service (LOS) from the passenger perspective were evaluated in order to improve the user experience. Definitions of the level of service, key indicators of customer satisfaction, and a decision-making process using the analytical hierarchy process (AHP) method are described. A survey questionnaire was developed, passengers' preferences were collected, and an analysis of the results was conducted. A hierarchical AHP decision-making model with associated criteria and sub-criteria was developed to determine the optimal level of service for low-cost carriers. Finally, by using the AHP model, new spatial-temporal parameters for the optimal level of service (LOS) for low-cost carriers (LCCs) are proposed, developed, and presented. The main objective is to adjust the existing LOS concept considering the business characteristics of low-cost carriers, in order to improve the efficiency of airport terminal facilities.